Manager, Technical Application Scientists

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!

What we are looking for

Based at our UK Head Office near Oxford, we are looking for a Manager to manage the regional Technical Application Scientists Team, and ensure that high quality support, training and consultancy is provided to Oxford Nanopore Customers.

Key Responsibilities

• Provide leadership, guidance, development and direction to the regional Technical Application Scientists.
• Monitor team and individual key performance indicators to ensure optimal team performance and effectiveness
• Recruit Technical Application Scientists to the team as needed
• Plan and implement onboarding and support strategies for the different segments of ONT's customer base, to drive device utilization and customer success and satisfaction.
• Plan and implement system improvements to promote effective functioning of the team
• Improve in-field product performance by bringing the customer voice to key functional teams

Main Duties

Duties include, but are not limited to:

• Plan and implement onboarding and support strategies for the different segments of ONT's customer base, to drive customer success, satisfaction and increase device utilization.
• Ensure high level of customer satisfaction by reviewing customer feedback, and monitoring team and individual key performance indicators.
• Ensure minimal downtime on devices in the field by driving the timely resolution of issues, providing effective feedback to the internal teams for timely product and workflow improvements
• Assist in the planning and implementation of onboarding and support strategies for Channel Partners
• Effectively communicate customer feedback (on product and service) to the relevant internal teams (PM, Apps, CS, Sales, Comm Opps, Logistics) to allow the quick improvement of in-field product and service performance
• Triage cases in the Technical Support queue and monitor workload distribution within the regional teams
• Monitor training workload and distribute trainings based on expertise and availability of the local team
• Recruit and onboard Technical Applications Scientists in line with company and departmental goals and timelines, to ensure optimal team performance and effectiveness

Any other duties as might be required within the remit and responsibilities of the post.

We'll expect you to have

Essential

• PhD degree in life sciences or BSc/MSc with relevant experience.
• Previous team leader experience of managing a small team.
• Commercial experience with technical support or customer facing roles.
• Experience supporting customers with clinical applications.

Desirable

• Lab experience with proven knowledge and understanding of genetics, molecular biology, cell biology and related fields
• Previous experience and knowledge of the sequencing market
• Experience working with "SalesForce" or a similar CRM database
• Capability to support in another European Language

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

If you are looking to utilise your skills to really make a difference to humankind, then consider joining our team and apply today!

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.